The Surat People’s Co-op Bank College of Business Administration

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1.1) Introduction:
The telecom network in India is the fifth largest network in the world meeting up with global standards. Presently, the Indian telecom industry is currently slated to an estimated contribution of nearly 1% to India’s GDP. The Indian Telecommunications network with 110.01 million connections is the fifth largest in the world and the second largest among the emerging economies of Asia. Today, it is the fastest growing market in the world and represents unique opportunities for U.S. companies in the stagnant global scenario. The total subscriber base, which has grown by 40% in 2005, is expected to reach 250 million in 2007. According to Broadband Policy 2004, Government of India aims at 9 million broadband connections and 18 million internet connections by 2007. The wireless subscriber base has jumped from 33.69 million in 2004 to 62.57 million in FY2004- 2005. In the last 3 years, two out of every three new telephone subscribers were wireless subscribers. Consequently, wireless now accounts for 54.6% of the total telephone subscriber base, as compared to only 40% in 2003. Wireless subscriber growth is expected to bypass 2.5 million new subscribers per month by 2007. The wireless technologies currently in use are Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). There are primarily 9 GSM and 5 CDMA operators providing mobile services in 19 telecom circles and 4 metro cities, covering 2000 towns across the country.

The Surat People’s Co-op Bank College of Business Administration

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1.2) Evolution of the Industry - Important Milestones: Year
1851

Description
First operational land lines were laid by the govt. near Calcutta(seat of British Power)

1881 1883 1923 1932

Telephone Service introduced in India Merger with the postal system Formation of Indian Radio Telegraph Company (IRT) Merger of ETC and IRT into the Indian Radio and Communication Company(IRCC)

1947

Nationalization of all foreign telecommunication companies to form the Posts, Telephone and Telegraph(PTT), a monopoly run by the government’s Ministry of Communication

1985

Department of Telecommunications (DOT) established, an exclusive provider of domestic and long-distance service that would be its own regulator (separate from the postal system)

1986

Conversion of DOT into two wholly government-owned companies: the Videsh Sanchar Nigam Limited (VSNL) for international

telecommunications and Mahanagar Telephone Nigam Limited (MTNL) for service in metropolitan areas. 1997 1999 Telecom Regulatory Authority of India created Cellular Services are launched in India. New National Telecom Policy is adopted. 2000 DoT becomes a corporation, BSNL The Surat People’s Co-op Bank College of Business Administration 3

It seems that only companies with deep pockets can effectively compete as primary operators mobile markets. Economies of scale. Tata Teleservices)  Foreign invested companies (Vodafone-Essar. besides. There are. and have ushered in perhaps the final phase of industry consolidation. new challenges. "Unified licensing" rules allow basic and mobile operators into each other’s territory.1. Operators have to find new growth drivers for the wire line business. Unlike in the 1990s when the mobile phone was an elitist product. The Surat People’s Co-op Bank College of Business Administration 4 . Spice Communications) India's mobile telecom sector is one of the fastest growing sectors. Idea Cellular. and of developing a viable business model in an era of convergence. Bharti Tele-Ventures. of when to introduce new technologies. scope. and end-to-end presence in longdistance as well as local telecom. are desirable. BPL Mobile. of technology choice. There are problems of getting broadband to take off.3) Major Players: There are three types of players in telecom services:  State owned companies (BSNL and MTNL)  Private Indian owned companies (Reliance Infocomm. Escotel. mobile operators now tap a mass market with mass marketing techniques.

The mobile services were commercially launched in August 1995 in India. The only countries with more mobile phones than India with 156.1 million only and the total mobile subscribers base in December 2002 stood at 10. However. the monthly subscriber additions increased to around 2 million per month in the year 2003-04 and 2004-05. The Surat People’s Co-op Bank College of Business Administration 5 . The data reveals the real potential for growth of the Indian mobile market. In the initial 5-6 years the average monthly subscribers additions were around 0. In 2005 alone 32 million handsets were sold in India. growth was tardy in the early years because of the high price of hand sets as well as the high tariff structure of mobile telephones. after the number of proactive initiatives taken by regulator and licensor.4) Growth of mobile technology: India has the fastest growing mobile markets in the world. 32 million in 2005 and 65 million in 2006.1.05 to 0. The New Telecom Policy in 1999.5 millions.31 million mobile phones are China – 408 million and USA – 170 million. The number of mobile phones added throughout the country in 2003 was 16 million. A new mobile connection can be activated with a monthly commitment of US$ 5 only. Although mobile telephones followed the New Telecom Policy 1994. Mobile subscriber additions started picking up. followed by 22 millions in 2004. the industry heralded several pro consumer initiatives. The mobile tariffs in India have also become lowest in the world. India has opted for the use of both the GSM (global system for mobile communications) and CDMA (code-division multiple access) technologies in the mobile sector.

Orissa. Hutch. Kolkata. Bharti Airtel. Himachal Pradesh.1. Reliance has CDMA networks in other states and cities. The Surat People’s Co-op Bank College of Business Administration 6 . Goa. Andhra Pradesh. Maharashtra. Tamil Nadu. Airtel is the No. Bharat Sanchar Nigam Limited (BSNL) BSNL is a state owned telecom company which has GSM presence in almost every cities and towns. Chennai. Kerala. Madhya Pradesh. UP and West Bengal. Airtel has 23% market share in India with a total subscriber base of 38 million. Idea. Kolkata. Bihar. Gujarat. BSNL. Mumbai.1 cellular service provider in India using GSM technology. BSNL has 27 million subscribers with a market share of 16%. Haryana. North East. Reliance Communications Reliance has both CDMA and GSM networks and total subscriber base of 29 million or 17% market share. Karnataka. It has GSM network in Assam. Aircel. Orissa and West Bengal. Madhya Pradesh. Reliance Communications and Tata Indicom are the main CDMA providers in India. Out of this 125 million are GSM users and 41 million CDMA users.5) Cellular Service Providers: As on Apr 2007 India has 167 million mobile phone subscribers. Bharti Airtel Airtel is providing cellular services in Delhi. Punjab. Spice and MTNL are the main GSM providers in India. Rajasthan. Himachal Pradesh. Jammu and Kashmir.

Karnataka and Punjab with a total subscriber base of 27 million. Kolkata.Vodafone Vodafone is another emerging GSM provider in India with coverage in Kerala. Delhi. Gujarat. Andhra Pradesh. Mumbai. Chennai. Tata Indicom Tata Indicom is a main CDMA provider in India with 16 million subscribers all over India. Tata Indicom has presence in almost every state and cities in India. The Surat People’s Co-op Bank College of Business Administration 7 .

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it is the second largest mobile telecom group in the world behind China Mobile. It is the largest mobile telecommunications network company in the world by turnover and has a market value of about £75 billion (August 2008). Vodafone currently has operations in 25 countries and partner networks in a further 42 countries. On this measure.2. 2.1) Introduction: Vodafone is a mobile network operator headquartered in Berkshire. and this fact is reflected in the emphasis of our work program on enabling new applications of mobile communications." As of 2006 Vodafone had an estimated 260 million customers in 25 markets across 5 continents.3) Vision: Our Vision is to be the world’s mobile communication leader – enriching customers’ lives.2) Mission: Vodafone is primarily a user of technology rather than a developer of it. research for improving operational efficiency and quality of our networks. The Surat People’s Co-op Bank College of Business Administration 10 . 2. and providing technology vision and leadership that can contribute directly to business decisions. using new technology for new services. The name Vodafone comes from Voice data fone. chosen by the company to "reflect the provision of voice and data services over mobile phones. helping individuals. England. UK. businesses and Communities be more connected in a mobile world. Vodafone owns 45% of Verizon Wireless. In the United States.

Trading of the new company commenced on 30 June 1999.2. owner of the largest German mobile network. a service provider with 21 stores. To approve the merger. as it is a quotation mark in a circle.7 billion On 16 September 1991 Racal Telecom was demerged from Racal Electronics as Vodafone Group. suggesting conversation. On 29 June 1999 Vodafone completed its purchase of AirTouch Communications. with Millicom and the Hambros Technology Trust owning 15% and 5% respectively. The network. and changed its name to Vodafone Airtouch plc.4) History: In 1982 Racal Electronics plc's subsidiary Racal Strategic Radio Ltd. the O's in the Vodafone logotype are opening and closing quotation marks. In July 1996 Vodafone acquired the two thirds of Talkland it did not already own for £30. The Surat People’s Co-op Bank College of Business Administration 11 . The acquisition gave Vodafone a 35% share of Mannesmann. Vodafone purchased Peoples Phone for £77 million. won one of two UK cellular telephone network licenses. in a defensive move. Vodafone was launched on 1 January 1985. In 1997 Vodafone introduced its Speech mark logo. Inc. a 181 store chain whose customers were overwhelmingly using Vodafone's network. In September 1988 the company was again renamed Racal Telecom and on 26 October 1988 Racal Electronics floated 20% of the company. Racal Strategic Radio was renamed Racal Telecommunications Group Limited in 1985. known as Racal Vodafone was 80% owned by Racal. On 29 December 1986 Racal Electronics bought out the minority shareholders of Vodafone for GB£110 million. In a similar move the company acquired the 80% of Astec Communications that it did not own. On 19 November 1996.2% stake in E-Plus Mobilfunk. The flotation valued Racal Telecom at GB£1. Vodafone sold its 17.6 million.

On 28 July 2000 the Company reverted to its former name. In 2001 the Company took over Eircell.Vodafone’s original logo used until the introduction of the speech mark logo in 1998. which had introduced camera phones first in Japan. on 3 February 2000 the Mannesmann board agreed to an increased offer of £112bn. The hostile takeover provoked strong protest in Germany and a "titanic struggle" which saw Mannesmann resists Vodafone's efforts. wireless assets with those of Bell Atlantic Corp to form Verizon Wireless. The EU approved the merger in April 2000. On 17 December 2001 Vodafone introduced the concept of "Partner Networks" by signing TDC Mobil of Denmark. However. In April 2001 the first 3G voice call was made on Vodafone United Kingdom's 3G network. Vodafone's interest in Mannesmann had been increased by the latter's purchase of Orange. The merger was completed on 4 April 2000. then part of eircom in Ireland. which was rejected. The new concept involved the introduction of Vodafone international services to the local market. then the largest corporate merger ever. In November 1999 Vodafone made an unsolicited bid for Mannesmann. Vodafone Group Plc. On 21 September 1999 Vodafone agreed to merge its U. The concept would be used to extend the Vodafone brand and services into markets The Surat People’s Co-op Bank College of Business Administration 12 . the UK mobile operator. without the need of investment by Vodafone.S. The conglomerate was subsequently broken up and all manufacturing related operations sold off. Chris Gent would later say Mannesmann's move into the UK broke a "gentleman's agreement" not to compete in each other's home territory. and rebranded it as Vodafone Ireland. It then went on to acquire Japan's third-largest mobile operator JPhone.

On 7 January 2003 the Company signed a group-wide Partner agreement with mobilkom Austria. with the signing of a Partner Network agreement with Bitė. In April 2004 the Company purchased Singlepoint airtime provider from John Caudwell (Caudwell Group) and approx 1. Vodafone services would be marketed under the dual-brand scheme. but still retaining a red background and white The Surat People’s Co-op Bank College of Business Administration 13 . Croatia.e. Cyta agreed to rename its mobile phone operations to Cytamobile-Vodafone.where it does not have stakes in local operators. Warrington and Banbury. (i. and a 3D version of the Speech mark logo. as Radiolinja is signed as a Partner Network. Later that year the Company rebranded Japan's J-sky mobile internet service as Vodafone live! and on 3 December 2002 the Vodafone brand was introduced in the Estonian market with signing of a Partner Network Agreement with Radiolinja (Eesti). using new text designed by Dalton Maag. where the Vodafone brand is added at the end of the local brand. On 21 July 2003 Lithuania was added to the community. On 1 July 2005 Oskar of the Czech Republic was rebranded as Oskar-Vodafone. Radiolinja (Eesti) later changed its name to Elisa. As a result. TDC Mobil-Vodafone etc. and Slovenia were added to the community.5million customers onto its base for £405million. Later that year on 17 October 2005 Vodafone Portugal launched a revised logo.) In February 2002 Finland was added into the mobile community. Radiolinja later changed its named to Elisa. In February 2004 Vodafone signed a Partner Network Agreement with Luxembourg's LuxGSM and a Partner Network Agreement with Cyta of Cyprus.. In November 2004 Vodafone introduced 3G services into Europe. In June 2005 the Company increased its participation in Romania's Connex to 99% and also bought the Czech mobile operator Oskar. adding sites in Stoke on Trent (England) to existing sites in Newbury (HQ). In April 2003 Og Vodafone was introduced in the Icelandic market and in May 2003 Vodafone Italy (Omnitel Pronto-Italia) was rebranded Vodafone Italy. Birmingham. Austria.

a centre of expertise for the company dealing with Customer Care for its higher value customers. On 28 October 2005 Connex in Romania was rebranded as Connex-Vodafone and on 31 October 2005 the Company reached an agreement to sell Vodafone Sweden to Telenor for approximately €1 billion. technical support. which is part of mobilkom Austria group. On 5 January 2006 Vodafone announced the completion of the sale of Vodafone Sweden to Telenor. for $4. Also in April 2006 Vodafone Sweden changed its name to Telenor Sverige AB and Connex-Vodafone became Vodafone Romania. In December 2005 Vodafone won an auction to buy Turkey's second-largest mobile phone company. All cancellations and upgrades started to be dealt with by this call centre. quits following rumours of boardroom rifts. adopting the revised logo and on 22 February 2006 the Company announced that it was extending its footprint to Bulgaria with the signing of Partner Network Agreement with Mobiltel. (The rebranding of Oskar-Vodafone and ConnexVodafone also does not use the SIM card pattern. In 1 February 2006 Oskar Vodafone became Vodafone Czech Republic. also adopting the new logo. various operating companies started to drop the use of the SIM card pattern in the company logo. enabling its Latvian subsidiary "BITE Latvija" to become the latest member of Vodafone's global partner community. After the sale. Sir Christopher Gent. who was appointed the honorary post Chairman for Life in 2003. On 30 May 2006 Vodafone announced The Surat People’s Co-op Bank College of Business Administration 14 . sales and credit control. In December 2005 Vodafone Spain became the second member of the group to adopt the revised logo: it was phased in over the following six months in other countries. On February 2006 the Company closed its Birmingham Call Centre.) A custom typeface by Dalton Maag (based on their font family InterFace) formed part of the new identity. Vodafone Sweden became a Partner Network.5 billion. Telsim. On 12 March 2006 former chief. Also. In 2006 the Company rebranded its Stoke-on-Trent site as Stoke Premier Centre. In April 2006 the Company announced that it has signed an extension to its Partner Network Agreement with BITE Group.writing (or vice versa).

In June 2007 the Vodafone live! Mobile Internet portal in the UK was relaunched. In May 2008 Kall of the Faroe Islands rebranded as Vodafone Faroe Islands. Swisscom would still be part of the community as a Partner Network. The Surat People’s Co-op Bank College of Business Administration 15 . Bill Morrow. quit unexpectedly and on 25 August 2006 the Company announced the sale of its 25% stake in Belgium's Proximus for €2 billion.5 billion due to the revaluation of its Mannesmann subsidiary. an enterprise applications systems integrator in the UK.25 billion (£1. On 24 July 2006 the respected head of Vodafone Europe. it reported one-off costs of £23. Finally in December 2006 the Company completed the acquisition of Aspective. After the deal. After the deal.the biggest loss in British corporate history (£14. On 17 April 2008 Vodafone extended its footprint to Serbia as VIP mobile was added to the community as a Partner Network and on 20 May 2008 the Company added VIP Operator as a Partner Network thereby extending the global footprint to Macedonia.9 billion) and plans to cut 400 jobs. Early in January 2007 Telsim in Turkey adopted Vodafone dual branding as Telsim Vodafone and on 1 April 2007 Telsim Vodafone Turkey dropped its original brand and became Vodafone Turkey. as Airtel was signed as Partner Network in both crown dependencies. On 1 August 2007 Vodafone Portugal launched Vodafone Messenger. All users were given access to the "full" web rather than a Walled Garden and Vodafone became the first mobile network to focus an entire media campaign on its newly launched mobile Internet portal in the UK. Proximus was still part of the community as a Partner Network. Front page was now charged for and previously "bundled" data allowance was removed from existing contract terms.8 billion). a service with Windows Live Messenger and Yahoo! Messenger. On 1 May 2007 Vodafone added Jersey and Guernsey to the community. On 5 October 2006 Vodafone announced the first single brand partnership with Og Vodafone which would operate under the name Vodafone Iceland and on 19 December 2006 the Company announced the sale of its 25% stake in Switzerland's Swisscom for CHF4. signaling Vodafone's intent to grow a significant presence and revenues in the ICT marketplace.

The Surat People’s Co-op Bank College of Business Administration 16 . and Uzbekistan to the group footprint. The agreement adds Russia. Ukraine. the company announced a strategic. Turkmenistan. Armenia. non-equity partnership with MTS group of Russia.On 30 October 2008.

5) VODAFONE ESSAR The Surat People’s Co-op Bank College of Business Administration 17 .2.

and Essar Group. which is the owner of the remaining 33%. Essar Group 33%. its products are simply branded Vodafone.5. It offers both prepaid and postpaid GSM cellular phone coverage throughout India and is especially strong in the major metros. The whole company was valued at USD 18. 2.1) Introduction: Vodafone Essar. On February 11. Hinduja Group. The Surat People’s Co-op Bank College of Business Administration 18 .1 billion. Vodafone agreed to acquire the controlling interest of 67% held by Li Ka Shing Holdings in Hutch-Essar for US$11. The transaction closed on May 8. previously Hutchison Essar is a cellular operator in India that covers 21 telecom circles in India.2) Ownership: Vodafone Essar is owned by Vodafone 52%. Despite the official name being Vodafone Essar. Vodafone Essar provides 2G services based on 900 MHz and 1800 MHz digital GSM technology.5. 2007.2. and other Indian nationals.8 billion. pipping Reliance Communications. offering voice and data services in 22 of the country's 23 licence areas. 2007. 15%.

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The Company entered into agreement with NTT DoCoMo to launch i-mode mobile Internet service in India during 2007. Along with the transition. Vodafone Essar sources said there would be no discounts or subsidized handset offers -. the industry is abuzz that prices might start at Rs 666.2. The marketing brand was officially changed to Vodafone on 20 September 2007." While there is no revealing the prices of the low-cost Vodafone handsets. reflecting the name of its previous owner. After getting the necessary government approvals with regards to the acquisition of a majority by the Vodafone Group. consolidating its services under a single identity.6) Previous brands: In December 2006. Hutchison. undercutting Reliance Communications' muchhyped 'Rang Barse' with cheap handsets beginning at Rs 777. There are plans to launch co-branded handsets sourced from global vendors as well. the company was rebranded as Vodafone Essar. The company used to be named Hutchison Essar. the brand was marketed as Hutch. cheap cell phones have been launched in the Indian market under the Vodafone brand.rather handset-bundled schemes for customers. A popular daily quoted a Vodafone Essar director as saying that "the objective is to leverage Vodafone Group's global scale in bringing millions of low-cost handsets from across-the-world into India. The Surat People’s Co-op Bank College of Business Administration 20 . Vodafone Essar is spending somewhere in the region of Rs 250 crores on this highprofile transition being unveiled today. On September 20. Hutch Essar re-launched the "Hutch" brand nationwide. However. 2007 Hutch becomes Vodafone in one of the biggest brand transition exercises in recent times. Meanwhile.

which is looking to set-up a manufacturing unit in the country. Earlier this year.Incidentally. China's ZTE. is expected to provide several Vodafone handsets in India. Vodafone penned a global low-cost handset procurement deal with ZTE The Surat People’s Co-op Bank College of Business Administration 21 .

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although a large quantity of research in this area has The Surat People’s Co-op Bank College of Business Administration 23 . is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. Because satisfaction is basically a psychological state. There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms. In a competitive marketplace where businesses compete for customers.2) Measuring customer satisfaction Organizations are increasingly interested in retaining existing customers while targeting non-customers. care should be taken in the effort of quantitative measurement. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products. 3. customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. a business term.1) Introduction: Customer satisfaction.Customer Satisfaction 3. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard.

According to Garbrand. This provides the measurer with a satisfaction "gap" which is objective and quantitative in nature. 3. customer satisfaction equals perception of performance divided by expectation of performance. Commitment to the Customer and Innovation. further expanded by Berry in 2002 and known as the ten domains of satisfaction. Work done by Berry.Vodafone obtained the highest customer satisfaction index in the telecommunications sector in 2007. Environment. Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation. the highest score The Surat People’s Co-op Bank College of Business Administration 24 . These ten domains of satisfaction include: Quality. Ease of Access. Front line Service Behaviors.recently been developed.4 (on a scale of 0 to 100). Timeliness. Value. Zeithaml and Berry between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. These factors are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model. according to annual results published by Anacom. Brodeur between 1990 and 1998 defined ten 'Quality Values' which influence satisfaction behavior. The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman.3) Vodafone had highest customer satisfaction index in 2007 Lisbon. Interdepartmental Teamwork. Efficiency. 25 August 2008 . Vodafone achieved a satisfaction index of 74. The customer is asked to evaluate each statement and in term of their perception and expectation of performance of the organization being measured. Work done by Parasuraman.

quality (8. The Surat People’s Co-op Bank College of Business Administration 25 . enabling comparisons to be made between the results obtained in each country. In the report published by Anacom.9 points). The ECSI Portugal 2007 Communications survey was carried out by the Higher Institute of Statistics and Information Management at Lisbon's New University in partnership with the Portuguese Quality Institute and the Portuguese Quality Association. diversity (8. Vodafone obtained a score of 8. and Loyalty of customers to their operator. in the indicators measuring the Image of mobile operators. 'It cares about its customers' (7. Image that customers have of the operator. Vodafone is ranked in first place in all the indicators included in the survey: Satisfaction with the operator.of all the companies in the Portuguese telecommunications market and considerably above the sector average of 67. Similarly.8 points). 'It contributes positively to society' (7. Customer Expectations. Complaints received and their handling. clarity and transparency of information supplied (7. The methodology used in the ECSI Portugal 2007 survey (ECSI – European Customer Satisfaction Index) is similar to that used by the European Commission to survey customer satisfaction in 25 Member States.7 points).6 points).8 points).6.9 points) of products and services offered.5 points). Vodafone comes top in all the indicators for perceived quality of network and services: technical quality of the network (8.1 points).3 points for overall quality. Perceived Value for Money. way ahead of the scores of the other two operators (both obtained 7. 'It is stable and well established in the market' (8. and 'It is innovative and forward looking' (8. with sponsorship from Anacom.2 points). Vodafone comes top in the five categories analyzed (on a scale of 1 to 10): 'It is a reliable company in terms of what it says and what it does' (8. network coverage (7.2 points).5 points).0 points) and reliability (7. Perceived Quality of the operator's network and services.9 points) and clarity and transparency of price plans (7. In the Perceived Quality indicator. customer service and advice capability (7.6 points).

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Strengths Leadership Position Global Brand Strength High Geographical reach Weaknesses Centralized Control – Low Flexibility High Consumer churn rates Internal Opportunities Expanding marketing boundaries Growth through 3G Strategic Alliances Threats Increased Competition Market saturation in Europe Emergencies of Low cost Brands External SWOT analysis of Vodafone The Surat People’s Co-op Bank College of Business Administration 27 . It involves specifying the objective of the business venture or project and identifying the internal and external factors that are favorable and unfavorable to achieving that objective. The technique is credited to Albert Humphrey. who led a research project at Stanford University in the 1960s and 1970s using data from Fortune 500 companies.SWOT Analysis is a strategic planning method used to evaluate the Strengths. and Threats involved in a project or in a business venture. Opportunities. Weaknesses.

with consumers becoming continuously price oriented. It allows customers to travel and enjoy easily the services of their home country operator. At the same time though. the acquisition of the third biggest Czech mobile phone operator. Norway) it has well established strategic alliances which allow for a better service of mobile clients.4. Due to the highly saturated Western European market this has resulted in an increase in the price elasticity of demand.g.2) Weaknesses: The expansion of Vodafone has been completed at the expense of direct control of its operations.8% in the UK compared to O2’s 24%. In the few countries that Vodafone is not physically present (e. The presence of Vodafone in numerous countries within Europe as well as in all part of the world enhances this image. This has resulted in high customer churn rates reaching the level of 32. The company grew through a process of acquisitions of national telecommunications companies (e.g. The Surat People’s Co-op Bank College of Business Administration 28 . having established a global presence and having invested highly in marketing a differentiated image by promoting a Vodafone life style.1) Strengths: The main strength of Vodafone within the telecommunications market lies in its brand image and recognition. if exploited properly. offering direct market knowledge and immediate additions of customer bases at the expense of direct effective control of the subsidiaries. Cesky mobile) rather than organic growth. allowing market share to be gained by smaller local competitors. This increased its subscribers’ base quickly. currently enjoys a differentiating advantage that. it implicitly imposed a centralized operational structure for the group. Vodafone. 4. This has resulted in the neglect of local markets and local differences. nominating the UK headquarters as the leading business unit running a much centralised marketing and handset procurement at group level. can offer a lead in competition.

4. and another with electrical retailer DSG International to provide mobile solutions to small businesses. through the presence of Skype and other related (not only voice) Internet‐based services.3) Opportunities: The telecommunications market. Moreover the company has undertaken its first steps in establishing strategic alliances to develop customized solutions for end‐users: Vodafone recently announced two new partnerships. The Surat People’s Co-op Bank College of Business Administration 29 . even though highly saturated in some regions offers great potential due to the ageing population and the sophistication of the consumers. This could further be enhanced to avoid being a late‐entrant in this new method of distribution which offers access to a wide potential customer base. Major brands such as O2 and T‐Mobile are exploiting the price sensitivity of customers and in this way they are building a stronger image and presence in the market. 4. It offers great opportunities through a careful market segmentation and exploitation of particular profitable segments. The expanding Boundaries of the market could provide further opportunities by allowing Vodafone to enter more aggressively into fixed‐line service and to better enjoy the benefits of its high investment in 3G technology. sophisticated solutions for younger generations.4) Threats: The European part of Vodafone’s market is characterized by existing high levels of competition. one with supermarket group ASDA to launch an ASDA branded mobile service in the UK. Indirect competition is also increasing further. This combined with the upcoming European legislative measures is expected to limit further the tariffs for the network providers imposing further need for price cuts which could harm the bottom line profitability of the company. Different strategies should be pursued – simple phones and simplified pricing plans to the ageing population and more updated.

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5. The systematic conduct of research requires:  Orderliness. It is usually private in nature. Hence the nature of my research study is “APPLIED RESEARCH “. The Surat People’s Co-op Bank College of Business Administration 31 . My research on Vodafone is carried on for guiding specific decisions and its results are useful only to Vodafone for taking particular decision regarding product quality.1) Introduction: “Marketing research means the systematic gathering. APPLIED RESEARCH: . which is carried out to find the solution for a particular problem or for guiding a specific decision. in which the measurements are accurate. All of research can be categorized into basic and applied.Applied Research is one.  Impartiality in analysis and interpretation. BASIC RESEARCH: . But gathering of observation is must be systematic. 1. 2. recording. staff and security. Marketing research therefore is the scientific process of gathering and analyzing of marketing information to meet the needs of marketing management.Basic Research is that intended to expand the body of knowledge for the use of others. analyzing of data about problems relating to the marketing of goods and services” Marketing research has proved an essential tool to make all the need of marketing management.

 To study the various services provided by Vodafone.2) Objective of Study: Following are the main objective to study about the customer satisfaction on Vodafone.  To study various Marketing activities provided by Vodafone. the company would be able to better design schemes & services & target right prospects’ needs & wants.  To know the expectation of Vodafone Customers.3) Benefits of study: There are many benefits related to take this study.  This study helps to identify the behavior of consumer when there are no offers & schemes from Vodafone.5.  To study customer satisfaction of Vodafone.  To study telecommunication industry. 5.  To study the company profile of Vodafone. Some of the benefits of taking this study are as follows:  By analyzing this information. The Surat People’s Co-op Bank College of Business Administration 32 .  More people will get aware about Vodafone that will increase profit level of Vodafone.

5.4) Process of Marketing Research: The marketing research is done in systematic process. The Researcher has pursued the below process of marketing for my study at Vodafone: Problem Identification Research Design Data Collection Data Analysis & Interpretation Research Report & Presentation The Surat People’s Co-op Bank College of Business Administration 33 .

 A number of customers are not satisfied with the service of customer care of Vodafone. new schemes and offers.  A number of customers are not satisfied with the current call rates of Vodafone.4. The Surat People’s Co-op Bank College of Business Administration 34 .1) Problem Identification: The first and the most important step of marketing research is properly defining the problem.  A number of customers are not satisfied with the Free SMS schemes. In order to identify the research problem two categories of problem should be carefully noticed.5.  A number of customers are not satisfied with the network coverage. Here the researcher’s problems are: A number of customers are not satisfied with services.

3 Causal or Experimental Researches:An experimental research is undertaken to identify causes and effect relationship between two variables. 2 Descriptive Research:Descriptive research is undertaken when the researcher want to know the characteristics of certain groups.4.2) RESEARCH DESIGN: Research design indicates the methods and procedure of conducting research study.5. Research design can be done in following three types:1 Exploratory Research:Exploratory research focuses on the discovery of new ideas and is generally based on secondary data. The Research Design is: Descriptive Research Design The Surat People’s Co-op Bank College of Business Administration 35 .

II) Secondary Data Collection: It can be collected from internal as well as external sources 1 Internal Source: Various internal sources like employee. sales activity. etc. secondary and primary: I) Primary Data Collection:- Primary data collection contains the following four types of methods: 1 Observation Method: It contains Causal observation.4. product cost.5.e. The Surat People’s Co-op Bank College of Business Administration 36 . Telephone Interview and Mail Interview. 2 Survey Method: It contains Personal Interview. 4 Panel Method. 3 Experimental Method. Systematic observation. direct observation and contrived observation. books.3) Data Collection and Sampling: A) Sources of Data Collection:Basically there are two types of data i. stock availability.

The researcher has also used secondary data B) Data collection Tools: To conduct a survey. Probability Sampling and Non – probability Sampling. employees to conduct survey and to measure satisfaction level. The Researcher has used primary data for the core purpose of the project and this primary data has been gathered by survey method. I) Sampling unit: Who is to be surveyed? The Researcher has selected youngsters. literatures. The Surat People’s Co-op Bank College of Business Administration 37 . etc are some important sources of external data. businessmen. is consisting of questions and checklist questions to check the customer feedback. trade publications. which is used for the survey. C) Sampling Plan: The researcher has design a sampling plan that is consist of five decisions. II) Sampling types: There are two types of sampling i. and housewives.e. Questionnaire. the Researcher has selected a structured questionnaire as an instruction for gathering valuable information from the customers.2 External Sources: Libraries.

e) Multi – phase Sampling.i) Probability Sampling : - Probability sampling means each unit of the universe has equal chance of getting selected. b) Convenience Sampling. The Surat People’s Co-op Bank College of Business Administration 38 . ii) Non – Probability Sampling:Non – Probability sampling contains following methods:- a) Judgment Sampling. f) Replicated Sampling. d) Cluster Sampling. The most frequently used probability sampling methods are as below: a) Simple Random Sampling. b) Stratified Random Sampling. c) Panel Sampling. d) Quota Sampling For this purpose the researcher has used non probability convenience sampling. c) Multi-stage Random Sampling.

P.  Outside Big Bazaar. Some of these tools are Percentage. College of Business Administration. The Surat People’s Co-op Bank College of Business Administration 39 .B.  Vodafone Store. Piplod. Co-efficient. etc. Ghod Dod Road. Data Analysis and Interpretation After all the above steps are completed now the important step is data analyzing and interpretation. Dispersion.III) Sample Size: Sample size means limited numbers of respondents covered under the research study from a population and the researcher has taken a survey of 100 respondents to know the satisfaction level of customer. Average. Udhna. V) Sampling Unit: Here the researcher has randomly selected the respondents of the Surat city. Co-relation. IV) Sampling Area: The researcher’s area for survey was:  The S. For this there are various analytical and statistical tools.

The Surat People’s Co-op Bank College of Business Administration 40 .

Q1) Do you have a mobile phone? Purpose:
The main purpose of this question is to know how many respondents use mobile phone.

Suggestions No. of respondents

Yes No 93 7

7%

Yes No

93%

Interpretation:
93% of the respondents are have a mobile phone while 7% of the respondents do not have a mobile phone.

The Surat People’s Co-op Bank College of Business Administration

41

Q2) Are you aware about telecommunications services? Purpose:
The main purpose behind this question is to know about the awareness of respondents regarding different telecommunications services and also to know about which telecommunication(operator’s) service they use.

Suggestions No. of respondents

Yes No 95 5

5%

Yes No 95%

Interpretation:
95% of the respondents are aware about telecommunications services while 5% are not aware.

The Surat People’s Co-op Bank College of Business Administration

42

Which operator’s service do you use? Operator’s service name Vodafone Airtel Idea Reliance BSNL Tata Indicom No. of respondents 87 29 17 21 5 3

3% 2% Vodafone Airtel 10% 54% 18% Idea Reliance BSNL Tata Indicom

13%

Interpretation:
Major respondents using mobile are enjoying Vodafone services. 16% of the respondents use Airtel, 6% respondents use Idea while 12%, 4% and 2% respondents use Reliance, BSNL and Tata Indicom respectively. The Surat People’s Co-op Bank College of Business Administration 43

Q3) Are you aware about Vodafone? Purpose: The purpose behind this question is to know about the awareness of Vodafone among all the respondents. of respondents Yes No 87 0 Yes No 100% Interpretation: Here 100% of respondents are aware about Vodafone Services. The Surat People’s Co-op Bank College of Business Administration 44 . Suggestions No.

Sources Advertisements Hoardings Newspapers Mouth Publicity No. The Surat People’s Co-op Bank College of Business Administration 45 . of respondents 63 52 35 26 Interpretation: 36% of the respondents are aware about Vodafone through Advertisements. 29% are aware because of Hoardings while 20% and 15% of the respondents are aware because of Newspapers and Mouth Publicity respectively.Q4) From which source you came to know about Vodafone? Purpose: The purpose behind this question is to know from which source the respondents came to know about Vodafone.

Q5) Since how long you are using Vodafone Services? Purpose: The purpose behind this question is to know about the usage time of Vodafone customers i. since how long they are using Vodafone services. The Surat People’s Co-op Bank College of Business Administration 46 . 39% of the respondents use Vodafone services from past more than 1 year while the lowest is 14% respondents using Vodafone services less than 1 month.e. Time period Less than 1 month 2-6 months 6-12 months More than 1 year No. of respondents 12 19 22 34 14% 39% 22% Less than 1 month 2-6 months 6-12 months More than 1 year 25% Interpretation: Major Respondents using Vodafone are old customers.

Q6) Which of the following services do you use of Vodafone? Purpose: The purpose behind this question is to know which services do the Vodafone customer use. The Surat People’s Co-op Bank College of Business Administration 47 . Services Pre-Paid Post-paid No. of respondents 73 14 16% Pre-paid Post-paid 84% Interpretation: 84% of the respondents use pre-paid services while only 16% of the respondents use post-paid services. Pre-Paid or Post-Paid.

of respondents 27 48 36 19 14% 21% Call Rates SMS services 28% 37% Network Value Added services Interpretation: Here major Respondents are youngsters so they mainly use SMS services of Vodafone. Services Call Rates SMS Rates Network Value Added Services No. 37% of the respondents use Vodafone for SMS services while only 14% of the respondents use Vodafone for Value Added Services.Q7) Which services are more helpful to you while using Vodafone Services? Purpose: The purpose behind this question is to know which services are more helpful to the respondent while using Vodafone. The Surat People’s Co-op Bank College of Business Administration 48 .

The Surat People’s Co-op Bank College of Business Administration 49 . of respondents Yes No 76 11 13% Yes No 87% Interpretation: 87% of the respondent calls at customer care while 13% respondents do not call at customer care. Suggestions No.Q8) Do you call at customer care? Purpose: The purpose of this question is to know how many times and how often the respondents call at customer care of Vodafone.

of respondents 5 12 24 35 7% 16% 46% Daily Once a week Once a month 31% Occasionally Interpretation Major respondents here call customer care occasionally. how often you call at customer care? Time Period Daily Once a week Once a month Occasionally No. The Surat People’s Co-op Bank College of Business Administration 50 . 31% respondents respondents call customer care once a month while 16% and 7% of respondents call once a week and daily respectively.If yes.

Q9) For what reason you call at customer care? Purpose: The main purpose of this question is to know the reason of the respondents regarding calling at customer care. The Surat People’s Co-op Bank College of Business Administration 51 . information regarding new schemes and value added services respectively. 19% and 17% of respondents call customer care for other queries. Reasons Value Added Services Information regarding new schemes Complaining Other queries No. of respondents 21 23 42 36 17% 30% Value Added Services Information regarding new schemes 19% Complaining Other queries 34% Interpretation: 34% of respondents call at customer care for complaining purpose while 30%.

Services Network SMS Rates New Excellent Very Good 31 6 29 19 14 Fairly Good Average Poor 17 35 27 7 24 33 3 3 10 schemes 3 and offers Customer Care Recharge Outlets Call Rates Value Services 2 20 24 43 29 19 19 3 6 6 12 32 28 29 31 15 14 5 2 Added 9 Services 100% 80% 60% 40% 20% 0% Poor Average Fairly Good Very Good Excellent The Surat People’s Co-op Bank College of Business Administration 52 .Q10) Rate the following on the basis of your satisfaction.

33% rate it very good. Service Network Excellent 31 Very Good 29 Fairly Good 17 Average Poor 7 3 Network 8% 3% Excellent 36% 20% Very Good Fairly Good Average Poor 33% Interpretation: Here major respondents are satisfy with the network coverage. 20% rate it farely good while 8% and 3% rate it average and poor. The Surat People’s Co-op Bank College of Business Administration 53 .Network: Purpose: The purpose of this analysis is to know the perspective of the customers of Vodafone regarding network service. 36% of the respondents are rate the Vodafone’s network excellent.

Service Excellent Very Good 19 Fairly Good 35 Average Poor 24 3 SMS Rates 6 SMS Rates 3% 7% Excellent 28% 22% Very Good Fairly Good Average Poor 40% Interpretation: Here major respondents are not much satisfied with the SMS rates of Vodafone as major respondents are youngsters. 22% rate it very good. 28% rate it average. 3% rate it poor. The Surat People’s Co-op Bank College of Business Administration 54 . 40% rate it fairly good.SMS Rates: Purpose: The purpose of this analysis is to know the perspective of the customers of vodafone regarding Rates of SMS. 7% of respondents rate it excellent.

The Surat People’s Co-op Bank College of Business Administration 55 . 16% rate it as very good while 12% and 3% rate it as poor and excellent respectively. 38% respondents rate new schemes and offers as average. 31% respondents rate it as fairly good.New Schemes and Offers: Purpose: The main purpose of this analysis is to the respondent’s perspective related to the new schemes and offers provided by Vodafone. Service Excellent Very Good 14 Fairly Good Average Poor 27 33 10 New schemes 3 and offers New schemes and offers 12% 3% 16% Excellent Very Good Fairly Good Average 38% 31% Poor Interpretation: Here major respondents are not much satisfied with new schemes and offers of Vodafone.

17% rate it as average. Service Excellent Very Good 32 Fairly Good Average Poor 29 15 5 Customer Care 6 Customer Care 6% 7% 17% 37% 33% Excellent Very Good Fairly Good Average Poor Interpretation: Customer care service of Vodafone is better compared to some of the other services. 37% respondents rate it as very good. The Surat People’s Co-op Bank College of Business Administration 56 . 33% rate it as fairly good. and 6% and 7% rate it as poor and excellent respectively.Customer Care: Purpose: The main purpose of this analysis is to know about the satisfaction of customer care service provided by Vodafone to their customers.

32% rate it as very good. 36% of the respondents rate it as fairly good. Service Recharge Outlets Excellent 12 Very Good 28 Fairly Good Average Poor 31 14 2 Recharge Outlets 2% 16% 14% Excellent Very Good Fairly Good 32% 36% Average Poor Interpretation: Recharge outlets of Vodafone are majorly rated on fairly good and very good basis.Recharge Outlets: Purpose: The purpose behind this analysis is to know about the satisfaction of the Vodafone customers regarding recharge outlets. 14% rate it excellent and 2% respondents rate it as poor. 16% rate it as average. The Surat People’s Co-op Bank College of Business Administration 57 .

23% rate it as very good. 49% of respondents rate call rates of vodafone as fairly good. The Surat People’s Co-op Bank College of Business Administration 58 . 22% rate it as average while 4% and 2% respondent rate it as poor and excellent respectively.Call Rates: Purpose: The purpose behind this analysis is to know about the perception of vodafone customers regarding different call rates. Service Call Rates Excellent 2 Very Good 20 Fairly Good Average Poor 43 19 3 Call Rates 4% 2% 22% 23% Excellent Very Good Fairly Good Average Poor 49% Interpretation: Major percentage of respondents are not happy with the call rates of Vodafone.

28% rate it as very good. 22% rate it as average while 10% and 7% rate it as excellent and poor respectively.Value Added Services: Purpose: The purpose behind this analysis is to know about the perception of vodafone customers regarding Value Added Services. Service Excellent Very Good 24 Fairly Good Average Poor 29 19 6 Value Added 9 Services Value Added Service 7% 10% Excellent 22% 28% Very Good Fairly Good Average Poor 33% Interpretation: Value added services of Vodafone are quite feasible as compared to some of the other services. The Surat People’s Co-op Bank College of Business Administration 59 . 33% respondents rate it as fairly good.

3 respondents don’t use Vodafone services because of poor services while 2 respondents each don’t use vodafone services because of lack of awareness and poor network.Q12) Why you are not using Vodafone Services? Purpose: The purpose of this question is to know why other respondents do not use Vodafone services. Reasons Lack of awareness High Prices Poor Services Poor Network No. of respondents 2 6 3 2 15% 16% Lack of awareness High Prices 23% Poor services Poor Network 46% Interpretation: 6 don’t use Vodafone services because of high prices. The Surat People’s Co-op Bank College of Business Administration 60 .

The Surat People’s Co-op Bank College of Business Administration 61 . of respondents Yes No 78 9 10% Yes No 90% Interpretation: 90% of the Vodafone customers would like to recommend Vodafone services to others while 10% of the Vodafone Customers won’t recommend to others.Q13) Would you like to recommend Vodafone to others? Purpose: The purpose of this question is to know the recommendations of the respondents towards Vodafone. whether they would like to recommend the Vodafone services to others or not. Suggestions No.

The Surat People’s Co-op Bank College of Business Administration 62 .Age analysis: Purpose: The main purpose of this analysis is to know how many respondents belong to a particular age of group. 62% of the respondents belong to age group of 18-25. 7% of respondents belong to 51 or above age group while only 5% of the respondents belong to age group of below 18 years. Age Respondents Below 18 4 18-25 54 26-50 23 51 or above 6 Respondents 5% 7% below 18 26% 18-25 26-50 62% 51 & above Interpretation: Major respondents are youngsters i.e. 26% respondents belong to age group of 26-50.

Age Ratings Excellent Very good Fairly good Average Poor Total Below 18 1 2 0 1 0 4 18-25 19 18 10 5 2 54 26-50 9 7 6 1 0 23 51 or above 2 2 1 0 1 6 Total 31 29 17 7 3 87 35 30 25 20 15 10 5 0 51 & above 26-50 18-25 below 18 Excellent very good fairly good average poor Interpretation: Here major respondents rating network as excellent are youngsters that include the age group of 18-25.Age wise analysis(NETWORK): Purpose: The main purpose of this analysis is to know the perception of different respondents of differnet age groups regarding network service. The Surat People’s Co-op Bank College of Business Administration 63 . the same is the case with all the rating of this service.

Ratings Excellent Very good Fairly good Average Poor Total Below 18 0 1 1 2 0 4 18-25 1 12 27 11 3 54 Age 26-50 3 5 5 10 0 23 51 or above 2 1 2 1 0 6 Total 6 19 35 24 3 87 35 30 25 20 15 10 5 0 51 & above 26-50 18-25 below 18 Excellent very good fairly good average poor Interpretation: Major respondents are youngsters and they are not much satisfied with the SMS rates of Vodafone. The Surat People’s Co-op Bank College of Business Administration 64 .Age wise analysis (SMS Rates): Purpose: The main purpose of this analysis is to know the perception of different respondents of differnet age groups regarding rates of SMS.

The Surat People’s Co-op Bank College of Business Administration 65 .Age wise analysis (Call Rates): Purpose: The main purpose of this analysis is to know the perception of different respondents of differnet age groups regarding call rates. 26 respondents falling in age group of 18-25 rate it as fairly good. Ratings Excellent Very good Fairly good Average Poor Total Below 18 0 1 2 1 0 4 18-25 2 11 26 13 2 54 Age 26-50 0 6 12 4 1 23 51 or above 0 2 3 1 0 6 Total 2 20 43 19 3 87 45 40 35 30 25 20 15 10 5 0 51 & above 26-50 18-25 below 18 Interpretation: Major respondents rate charges of calls as fairly good.

The Surat People’s Co-op Bank College of Business Administration 66 .

3 respondents don’t use Vodafone services because of poor services while 2 respondents each don’t use vodafone services because of lack of awareness and poor network. information regarding new schemes and value added services respectively  5 respondents among the total no.  100% of respondents are aware about Vodafone Services. 29% are aware because of Hoardings while 20% and 15% of the respondents are aware because of Newspapers and Mouth Publicity respectively.Findings  93% of the respondents are have a mobile phone while 7% of the respondents do not have a mobile phone.  34% of respondents call at customer care for complaining purpose while 30%.  39% of the respondents use Vodafone services from past more than 1 year while the lowest is 14% respondents using Vodafone services less than 1 month.  31% respondents respondents call customer care once a month while 16% and 7% of respondents call once a week and daily respectively. The Surat People’s Co-op Bank College of Business Administration 67 .  16% of the respondents use Airtel.  90% of the Vodafone customers would like to recommend Vodafone services to others while 10% of the Vodafone Customers won’t recommend to others.  37% of the respondents use Vodafone for SMS services while only 14% of the respondents use Vodafone for Value Added Services.  36% of the respondents are aware about Vodafone through Advertisements. 4% and 2% respondents use Reliance.  100% of the respondents are aware about telecommunications services.  84% of the respondents use pre-paid services while only 16% of the respondents use post-paid services. 19% and 17% of respondents call customer care for other queries.  87% of the respondent calls at customer care while 13% respondents do not call at customer care. 6% respondents use Idea while 12%. of respondents don’t use Vodafone services because of high prices. BSNL and Tata Indicom respectively.

Conclusion Follwing are the conclusion that the researcher found after the survey.  From the above analysis the researcher concludes that major respondents are dissatisfied with some of the major services like call rates.   Major respondents from all respondents use services of Vodafone.  Major respondents using Vodafone use pre-paid services compared to post-paid services. Major customers of Vodafone are old customers so many of the respondents are satisfied with the services of Vodafone and thus they would like to recommend Vodafone to others. The Surat People’s Co-op Bank College of Business Administration 68 . SMS rates and new schemes & offers.

The Surat People’s Co-op Bank College of Business Administration 69 .

The Surat People’s Co-op Bank College of Business Administration 70 .  Vodafone should decrease call rates of STD and ISD.  Vodafone should bring introduce some new SMS schemes for the youngsters.  Vodafone should introduce more schemes and offers.  Vodafone should provide more schemes and offers to its old customers.Suggestions Following are some of the suggestions given by the researcher so that Vodafone can serve people and its customers in an improved way:  Vodafone should decrease call rates for local users.  Vodafone should provide more offers to Post-Paid customers so that the number of Post-Paid customers increase.

The Surat People’s Co-op Bank College of Business Administration 71 .

html  http://en.in/community/consclub/reports/telecom.Books:  Marketing Management – Philip Kotler.pdf  www.jsp?contentId=606658  www.nhh.ac.iimcal.pt/render. Websites:  http://www.vodafone.org/wiki/Vodafone  http://bora.org/wiki/Customer_satisfaction  http://en.pdf  www.org/wiki/Hutch_(Indian_cellular_company)  http://en.wikipedia.anacom.wikipedia.no/bitstream/2330/1919/1/Saplitsa%202008.scribd. Kevin Lane Keller.wikipedia.com The Surat People’s Co-op Bank College of Business Administration 72 .com/start/media_relations/news/local_press_releases/po rtugal/portugal_press_release/vodafone_had_highest.

The Surat People’s Co-op Bank College of Business Administration 73 .

then which operator’s Service do you use? o Vodafone o Airtel o Idea o Reliance o BSNL o Tata Indicom ( If not Vodafone then go to Q12 ) Q3) Are you aware about Vodafone? o Yes o No (If No. then go to Q11 ) (Multi-choice) Q4) From which source you came to know about Vodafone? o Advertisement o Hoardings o Newspapers o Mouth Publicity Q5) Since how long you are using Vodafone services? o Less than 1 month o 2-6 months o 6-12 months o More than 1 year (Multi-choice) The Surat People’s Co-op Bank College of Business Administration 74 .Q1) Do you have a mobile phone? o Yes o No Q2) Are you aware about telecommunications service? o Yes o No If yes.

how often you call at customer care? o Daily o Once a week o Once a month o Occasionally Q9) For what reason you call at customer care? o Value added services o Information regarding new schemes o Other queries o Complaining (Multi-choice) (Multi-choice) The Surat People’s Co-op Bank College of Business Administration 75 .Q6) Which of the following services do you use of Vodafone? o Pre-paid o Post-paid Q7) Which services are more helpful to you while using Vodafone services? o Call rates o SMS service o Network o Value Added Services Q8) Dou you call at customer care? o Yes o No If yes.

Services Network SMS rates New schemes and offers Customer Care Recharge outlets Call Rates Value Added Services Excellent Very Good Fairly good Average Poor Q11) What makes you unaware about Vodafone? o Less Advertisements o Less Publicity o Others (If others then mention ________________________) Q12) Why you are not using Vodafone services? o Lack of awareness o High Prices o Poor Services o Poor network (Multi-choice) The Surat People’s Co-op Bank College of Business Administration 76 .Q10) Rate the following services on the basis of your satisfaction.

Q13) Would you like to recommend Vodafone to others? o Yes o No Q14) Give your suggestions to help in serve you better. ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ Name: ________________ Age: ___ years Sex: Male/Female Contact no.: ___________ Signature: __________ The Surat People’s Co-op Bank College of Business Administration 77 .

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